Agent Talk status for reporting purposes

25 Comments

  • Kellie Bave
    Comment actions Permalink

    This is an essential stat that needs to be added. I have a small team and it has come to my attention that one of my agents may not have been in the available status during the time she is supposed to be. I need to know how many hours each day she has been available to take calls. We haven't had talk long and  I did not know this would not be a stat I could report on so I have not recorded her available time at the end of each day via the API. 

    I agree with Steve. This is a stat that needs to be added for schedule adherence. If the data exists in the API at any point it should be able to be reported on per day. 

    Please and Thank You.

     

    5
  • Scot Sunnergren
    Comment actions Permalink

    It is absurd that a customer service app does not have any way of determining a customer service agent's time in the system. This is desperately needed for proper management of a call center. 

    5
  • Steve Ross
    Comment actions Permalink

    A historical state report would not only be helpful in supporting payroll issues, but it solve a lot of other operational needs as well. Being able to see when and why statuses were changed would be helpful in controlling your contact center and knowing what opportunities for improving your team members are, especially when the planning/operational management team is not able to see for themselves what is happening in a 24hr environment.

    A simple example of a report would be 

     

    Agent: Steve Ross

    Report: 1/1/18-1/2/18

    Date - Time                      Status                                         Duration               Changed By

    1/1/18 - 08:59:45             Logged-In/Unavailable                 00:45                    SRoss

    1/1/18 - 08:00:30             Available                                       03:10                    SRoss

    1/1/18 - 08:03:40             OnCall (609-###-####)                 08:12                    System

    1/1/18 - 08:11:52             Unavailable                                   10:00                    SRoss

    1/1/18 - 08:21:52             Available                                       00:04                    JSmith

    1/1/18 - 08:21:56             OnCall....................

    4
  • Jason McCann
    Comment actions Permalink

    +1 for determining availability as well as the much needed "unavailable reasons" (meeting, lunch, break, special project, etc).

    4
  • Bradley Weismann
    Comment actions Permalink

    I agree with this. It'd be great to be able to see exactly what time agents log in every day so we can ensure obligations are being met. 

    3
  • Josh Ellis
    Comment actions Permalink

    @Jenny,

    Hello, is there any further development on the timeline this type of feature might be implemented?  

     

    Thanks!

    Josh

    3
  • Jose Gonzales
    Comment actions Permalink

    Yes! This is an enhancement that is much needed. It would be great if statuses could be customized and reporting was detailed for schedule adherence purposes. 

    The example that Steve gave was wonderful.

    3
  • Wendi Mills
    Comment actions Permalink

    I would like a report that shows Total Agent Online Time. This is shown under talk but I would like a report that I can view by date. My KPI's are customer satisfaction driven. I require my agents to maintain a specific set online time so that customer calls are answered in a timely matter. If I am not able to capture that data daily then I am not able to go backward and report on it. 

    3
  • Jenny Gillett
    Comment actions Permalink

    Hi Dionne, 

    Thank you for your feedback, This is an interesting use case, I can understand why you would prefer to rely on the data coming directly from Zendesk into you your payroll system, unfortunately it is not the direction we are taking the product at this time.  However we are discussing as an enhancement which might help you bridge the gap in the meantime is to have more granular reporting and flexibility around agent status. Meaning agents will have more status options  i.e.  break, lunch, training, meeting etc. rather than just online or offline. I don't have a time frame for this enhancement yet but we will be sure to communicate it when it lands on the roadmap. 

    Hope this helps you. 

    Thanks 

    Jenny 

     

    2
  • Nicole Irschick
    Comment actions Permalink

    I'm also after stock standard contact centre "adherence to schedule" type reporting.  Furthermore, reasons for being offline should also be available, so you know what's causing time  to be taken off phones.  These should all be available for current day and historical time periods

    2
  • Jose Gonzales
    Comment actions Permalink

    Hello @ Nicole,

    Is the enhancement @Jenny previously referred to still on the road-map? Do we know exactly what features it will bring and when it may be released?

    2
  • Jose Gonzales
    Comment actions Permalink

    Do we have any new info on this feature being available @productmanagers???

    2
  • King Leong
    Comment actions Permalink

    I second Scot Sunnergren 's comment, it does not make any sense to not be able to report on an agent's Online vs Away time as that is essentially what determine an agent's performance , this is a very basic requirement.

    Any progress on the above ? I see this has been raised over 1 year ago

    2
  • Kellie Bave
    Comment actions Permalink

    Also going to comment on this again. It has been one year since I last commented and we still do not have the ability to report on agent stats per day. I do not understand how the data is there in the live view area at the end of every day, but if I want to save that data, I have to manually enter it into my own report. If I forget a day, there is no way to go back. If I go to reporting >talk>agent activity and hover over the "more" I can see everything I need Total online time, Time available,Calls accepted etc.... the data exists!! Why is this information not downloadable yet? 

    2
  • Mike Ryan
    Comment actions Permalink

    We have a similar use case - if someone has set themselves as Unavailable we want to know why - i.e. are they on a meeting, having lunch, on a mobile phone call, etc?

    1
  • Scot Sunnergren
    Comment actions Permalink

    Zendesk do not seem interested in supplying proper agent management information. For some reason they do not think that people running a customer service group are interested in Workforce Management. They keep telling me to buy the Tymeshift add-on instead of properly embedding these functions within the base software. 

    1
  • Venelin Dimitrov
    Comment actions Permalink

    Is there any update on this request? This is an essential feature for the proper management of a service desk.

    1
  • Vera Apides
    Comment actions Permalink

    Hi Zendesk, I understand you are working with Tymeshift to monitor agent activity but it is another paid product and we are already paying for the Enterprise plan. It does not make sense that this enhancement has no update yet after 2 years. Are there plans of putting it in the roadmap anytime soon? 

    1
  • Andrew
    Comment actions Permalink

    +1 I'd like to be able to trace why calls went to voicemail during business hours, report on % of day that agents were available

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks, Mike and Andrew. 

    0
  • Nicole Irschick
    Comment actions Permalink

    This is definitely an area we'd like as well. I can't understand why the data available on the day simply disappears. Wouldn't take much to retain it like all the other data points that are available for historical reporting purposes.

    0
  • Jason
    Comment actions Permalink

    While I agree this should be available historically - we've gotten around this by creating a powershell script that runs on schedule nightly.  We make a call to the agent activity api (https://developer.zendesk.com/rest_api/docs/voice-api/stats#agents-activity) and store those values in an Oracle database.

    Though there has been times when the job has failed to run which results in us losing out on data for that day and unable to retrieve it - which is a bummer.

    0
  • Ismael Ba
    Comment actions Permalink

    Thanks! Same problem here!

    0
  • Victoria Shumba
    Comment actions Permalink

    Agree with King Leong and Scot Sunnergren. It has been 2 years since this issue was raised. Determining the Agent Availability status is a key component of CC reporting.

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks, Kellie. 

    -2

Please sign in to leave a comment.

Powered by Zendesk